> For the complete documentation index, see [llms.txt](https://docs.taqnyat.sa/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.taqnyat.sa/docs/readme/settings-and-automation/evaluation-message.md). # Evaluation Message This page explains how the evaluation message works for chatbot users and how customer feedback appears in the Dashboard. The evaluation message is available for **chatbot users only**. It helps teams collect customer feedback after conversations are closed. This feedback can be reviewed from the **Evaluating Conversations** table inside the Dashboard. ### What is an Evaluation Message? An evaluation message is a message sent to the customer after the chat ends to ask them to rate the conversation or service. This feature is available for accounts with the chatbot service enabled and depends on the account setup. The evaluation message can help teams understand customer satisfaction, review conversation quality, and improve agent performance. ### When is the Evaluation Message Sent? The evaluation message can be configured to be sent based on the conversation stage and closing status. Since the evaluation message is available for chatbot users, it can be used to evaluate either: * The chatbot experience * The agent experience * Both, depending on the account setup and selected closing scenarios #### Evaluation after agent experience The evaluation message can be sent after the chat is transferred to an agent and then closed with a selected closing status. For example, the evaluation message can be sent when the agent closes the chat as: * **Solved** * **Lost Connection** It can also be sent when the chat is closed automatically due to LiveChat timeout or Auto Archive. In this case, the closing status will appear as: * **Timed Out** This helps the team evaluate the customer’s experience after being handled by an agent. #### Evaluation after chatbot experience The evaluation message can also be sent after the chatbot experience, even if the chat was not transferred to an agent. For example, if the chatbot completes the conversation or closes the chat without agent handover, the evaluation message can be sent to ask the customer to rate the chatbot experience. This helps the team measure how well the chatbot answered customer requests without human support. #### Timeout scenarios There are two timeout scenarios that may affect when the evaluation message is sent: * **LiveChat Timeout / Auto Archive**: when an agent-handled chat is inactive for the configured period and is automatically closed. * **Chatbot Timeout**: when the conversation between the chatbot and the customer is inactive for the configured time in the chatbot settings. The evaluation message can be configured to be sent in one or both timeout scenarios, depending on the use case. This allows the team to decide when the evaluation message should be sent based on what they want to measure, whether it is the chatbot experience, the agent experience, or both. ### Important Note About WhatsApp Sessions When a chat is closed manually, the evaluation message may be sent after the WhatsApp customer session has already expired. A WhatsApp session remains open for 24 hours from the last message received from the customer. If more than 24 hours have passed since the customer’s last reply, the session is considered closed. In this case, the evaluation message may not be delivered if it is sent as a normal message after the session has expired. There are two possible options: * Accept that the evaluation message will not be sent after the 24-hour session has expired. * Create an approved utility template message and coordinate with the support team to connect it with the evaluation flow. If the utility template message is sent and the customer replies, the customer can be reconnected to the evaluation procedure. This is important to consider when deciding which closing statuses should trigger the evaluation message, especially for manually closed chats. ### Closing Status and Evaluation The closing status helps explain how the conversation ended. Common closing statuses include: * **Solved**: the customer’s request was handled successfully. * **Lost Connection**: the conversation ended because the customer stopped responding or the connection was lost. * **Timed Out**: the chat was closed automatically after the configured inactivity period. If the evaluation message is enabled for a specific closing status, the customer will receive the evaluation message after the chat is closed with that status. ### Rating Message The evaluation message can be customized based on the company’s preferred wording. The message usually asks the customer to rate the service or conversation. A common rating setup is to ask the customer to rate the service out of 5. For example: ``` How would you rate your experience with our service today? Please rate us from 1 to 5, where 5 is the highest. ``` The rating submitted by the customer will appear in the **Rank** column inside the **Evaluating Conversations** table. ### Customer Feedback The evaluation flow can also allow customers to leave written feedback after rating the conversation. If feedback is enabled, the customer can add a comment explaining their experience. The customer’s written feedback will appear in the **Feedback** column inside the **Evaluating Conversations** table. This helps supervisors and admins understand the reason behind the customer’s rating and review cases that may need follow-up. ### Evaluating Conversations Table When customers submit their evaluation, the response appears in the **Evaluating Conversations** table inside the Dashboard. The table may include details such as: * **Service Name**: the service selected by the customer from the chatbot option menu. * **Name**: the customer’s name, if available. * **Number**: the customer’s phone number. * **Rank**: the rating submitted by the customer. * **Assigned Agent**: the agent who handled the conversation. * **Feedback**: the customer’s written feedback, if enabled and submitted. * **Closure Status**: the status used when the chat was closed, such as Solved, Lost Connection, or Timed Out. * **Date**: the conversation date. Access to the Dashboard is controlled by the admin from the Portal. The admin can decide whether supervisors or specific users are allowed to view the Dashboard and access the **Evaluating Conversations** table. If a supervisor cannot see the Dashboard or the evaluation table, the admin should review the user’s permissions from the Portal. ### How Evaluation Data Helps Evaluation data helps teams: * Measure customer satisfaction * Review agent performance * Understand common service issues * Identify conversations that need follow-up * Track feedback based on service type * Improve support quality over time ### If the Evaluation Table is Empty The **Evaluating Conversations** table may be empty or unavailable if: * The evaluation service is not activated. * No evaluation message was sent yet. * Customers have not submitted ratings. * The evaluation message is not enabled for the selected closing status. * The account is not configured to collect evaluation feedback. If the evaluation section is not available or not showing data, contact the support team to review and activate the service if needed. ### Important Notes The evaluation message is available for chatbot users only. The evaluation message depends on the chatbot setup and account configuration. The customer’s response will only appear in the Dashboard after the customer submits the evaluation. The evaluation message can be customized, including the rating question and whether written feedback is requested. The evaluation results are mainly used for internal review, reporting, and service improvement. If the evaluation service is not activated for your chatbot account, contact the support team to request activation. ### Best Practices When configuring evaluation messages: * Keep the rating question short and clear. * Use a simple rating scale, such as 1 to 5. * Make it easy for the customer to respond. * Enable written feedback if the team needs more context. * Review low ratings regularly and follow up when needed. * Compare feedback with the assigned agent and service type to identify improvement areas. ### Next step After learning about evaluation messages, continue to the **Session & Logout Settings** page to understand how login sessions and access behavior work.